Category: Customer Service
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Employee Attitude Affects Customer Behavior
Photo by Andrea Piacquadio “I have always believed that the way you treat your employees is the way they will treat your customers and that people flourish when they are praised.” – Sir Richard Branson Research shows that great customer service is possible when everyone in the organization is committed to it. Stellar service, profitable growth,…
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Managing Customer Perceptions is not a Battle
“The customer perceives service in his or her own terms.” – Arch McGill While the title of this exposition says that managing customer perceptions is not a battle, the fact is that many companies still struggle with it. Managing customer perceptions is no mean task especially since they are highly subjective and constantly changing. The…
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Interactive Content to Boost Customer Engagement
“Telling purposeful stories is interactive. It’s not a monolog. Ultimately, purposeful tellers must surrender control of their stories, creating a gap for the listener(s) to willingly cross in order to take ownership. Only when the listener(s) own the tellers’ story and make it theirs, will they virally market it”. – Peter Guber We have over…
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Improving Market and Brand Penetration
“People are more willing to buy branded goods provided they are persuaded that they are getting value from them. And they need to be convinced of those benefits, in authentic everyday language, without being confronted by corporate-speak. Get it right, and you create a virtuous circle. Get it wrong, and you get punished for it.”…
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Employees are the Best Brand Ambassadors
“Want to find a brand ambassador? Start with your employees.”- Branderati A brand ambassador would be anyone who would promote the offerings of a company while embodying the company’s identity. Such a person would be a reliable source of gaining relevant information about a company and its offerings and would have the capability of engaging…
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Ensure Customers Choose Your Company
“There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else”. – Sam Walton There could be many things to ensure customers choose your company. They are always in need of professionals who can handle their specialized needs and…
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Apologizing to Customers
“Any good apology has three parts: 1. I’m sorry. 2. It’s my fault. 3. What can I do to make it right? Most people forget the third part.” – quotepedia.com The subject, of apologizing to customers, needs special attention, since irrespective of the efforts a company makes to keep everything right, there will most certainly…
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Collaborating with Customers
“Collaboration is important not just because it’s a better way to learn. The spirit of collaboration is penetrating every institution and all of our lives. So learning to collaborate is part of equipping yourself for effectiveness, problem solving, innovation and life-long learning in an ever-changing networked economy”. – Don Tapscott When we speak about collaborating…
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Gaining from Customer Feedback
“Listening to feedback makes customers feel more appreciated and part of the value creation process.” – Ray Poynter Customers are the reason that companies exist and thrive. It would then be reasonable to assume that what they say matters and it is the responsibility of every company to collect customer feedback in a systematic and…
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Innovation for Better Customer Service
“Never before in history has innovation offered promise of so much to so many in so short a time.” – Bill Gates Innovation means different things to different people. The one constant however, is that innovation in every aspect of life and business will put its ‘supporters’ on the fast track to success. For businesses,…
